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Assistant Technical Services Delivery Manager

1 hour, 43 minutes ago
Kenya, South Africa
Full-time
Senior
Program Manager
Project and Program Management
Active Directory AWS Azure DHCP DNS TCP/IP Windows Server
Apply Now
CG Tech Services

CG Tech Services

CG Tech Services specializes in providing comprehensive IT support and services, including network management, cybersecurity, and outsourced IT solutions, tailored to enhance the operational efficiency of businesses in the Greater Seattle area.

IT Services
1-10
Founded 2004
View All Jobs 2

Description

  • Monitor PSA service boards and tickets continuously to ensure progress, timely updates, and SLA compliance.
  • Act as the primary escalation point for complex technical issues and provide Level 2/3 support when needed.
  • Liaise with clients to clarify technical requirements, provide status updates, and support service delivery.
  • Assist with technical projects including system upgrades, installations, migrations, and other implementation work.
  • Collaborate with technicians to resolve escalations, share best practices, and reinforce accountability.
  • Identify and implement improvements in workflows, documentation, and service delivery processes.
  • Document solutions and contribute to internal knowledge bases to improve future issue resolution.
  • Support the technical team and delivery manager through clear communication and coordination.

Requirements

  • 5+ years of experience in technical support roles, including hands-on troubleshooting and project work.
  • Strong Level 2/3 technical skills in Windows Server environments, including Active Directory, DNS, and DHCP.
  • Experience with virtualization technologies such as VMware or Hyper-V.
  • Networking fundamentals knowledge, including TCP/IP, routing, switching, and firewalls.
  • Familiarity with cloud platforms such as Azure and AWS, and modern IT service management tools.
  • Prior experience managing ticket queues and service boards in a PSA system such as ConnectWise or Autotask.
  • Excellent spoken and written English communication skills, with the ability to explain advanced technical information to technical audiences.
  • Exemplary customer service skills, preferably supporting external clients.
  • Ability to work regular Seattle business hours in Pacific Time and some after-hours coverage for emergencies, projects, or maintenance.
  • Must provide a Windows 11 computer, allow security software installation, have a reliable power supply, a quality headset, and at least 30 Mbps download and upload internet speeds.

Interested in this position?

Apply directly on the company website

Apply Now

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